Messaging platform for managing operational data
AssigneeDell Products L.P.
InventorsBajrang Harlalka, Ramakanth Kommu, Shibi Panikkar
Life of this patent
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Abstract
A method comprises receiving at least one message, wherein the at least one message comprises a header portion. The header portion comprises operational information about at least one device, and the operational information characterizes one or more operating characteristics of the at least one device. In the method, the at least one message is classified based at least in part on the header portion, and the at least one message is routed to a communication channel of a plurality of communication channels based at least in part on the classifying.
Claims20
A method comprising:
- receiving at least one message, wherein the at least one message comprises a header portion, the header portion comprising operational information about at least one device, and the operational information characterizing one or more operating characteristics of the at least one device;
- classifying the at least one message based at least in part on the header portion;
- routing the at least one message to a communication channel of a plurality of communication channels based at least in part on the classifying;
- responsive to the routing, monitoring for at least one of creation and resolution of one or more support cases to address one or more performance issues relating to the operational information of the header portion;
- and
- automatically generating and transmitting at least one additional message in accordance with at least one configured escalation setting based at least in part on results of the monitoring;
- wherein the steps of the method are executed by at least one processing device operatively coupled to a memory.
An apparatus comprising:
- a processing device operatively coupled to a memory and configured:
- to receive at least one message, wherein the at least one message comprises a header portion, the header portion comprising operational information about at least one device, and the operational information characterizing one or more operating characteristics of the at least one device;
- to classify the at least one message based at least in part on the header portion;
- to route the at least one message to a communication channel of a plurality of communication channels based at least in part on the classifying;
- responsive to the routing, to monitor for at least one of creation and resolution of one or more support cases to address one or more performance issues relating to the operational information of the header portion;
- and
- to automatically generate and transmit at least one additional message in accordance with at least one configured escalation setting based at least in part on results of the monitoring.
An article of manufacture comprising a non-transitory processor-readable storage medium having stored therein program code of one or more software programs, wherein the program code when executed by at least one processing device causes said at least one processing device to perform the steps of:
- receiving at least one message, wherein the at least one message comprises a header portion, the header portion comprising operational information about at least one device, and the operational information characterizing one or more operating characteristics of the at least one device;
- classifying the at least one message based at least in part on the header portion;
- routing the at least one message to a communication channel of a plurality of communication channels based at least in part on the classifying;
- responsive to the routing, monitoring for at least one of creation and resolution of one or more support cases to address one or more performance issues relating to the operational information of the header portion;
- and
- automatically generating and transmitting at least one additional message in accordance with at least one configured escalation setting based at least in part on results of the monitoring.
Dependencies are inferred from the claim text.